Patient Services Team Leader inStourbridge inStourbridge PUBLISHED 5 NOV 2024

We have one position available for the role of Patient Service Team Leader (Reception).This position is permanent for 31 hours.

With around 24 part-time staff working across our reception team, we are looking for an additional Team Leader to support the smooth and effective running of our reception team.

You will be responsible for the day to day supervision and management of all reception staff and associated functions; ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Patient Liaison Manager, as necessary.

About us

Reception

• Manage the day to day running of the admin staffing levels, ensuring all periods of sickness are fully covered, including personal attendance if necessary.
• Take responsibility for management of the PSO rota to ensure effective allocation of resource depending on workload demands with particular reference to: answering telephone calls, manning front desk, repeat prescriptions, patient registrations, repeat, filing systems, births and deaths, waiting lists and full access request.
• Supervise and manage the on-the-day workload demands, ensuring that the team are responsive to backlogs, queues and wait times.
• Oversee the delegation of and report on progress with waiting lists and other administrative workstreams including registrations, full access and blood test requests.
• Be proactive in reviewing the appointment book and room allocations, working directly with the Appointments Administrator to identify issues.
• Act as a first point of contact for all members of the PSO team and for the wider Practice team relating to all reception duties.
• Review, delegate and oversee administrative processes relating to reception functions; managing daily, weekly and monthly workloads effectively.
• Be able to cover all reception positions as necessary, including processing repeat prescriptions.
• Be responsible for the review, initial acknowledgement, initial investigation and where possible directly provide a solution, when patients highlight dissatisfaction with the service. Dissatisfaction may be notified through multiple channels including but not limited to face-to-face at the front desk, phone calls or through our Practice website. Complaints will be handled in line with the Practice policy and procedures.
• Actively support members of the reception team by adhering to procedures outlined in the Practice Zero Tolerance and Unreasonable Behaviour Policy.

• Participate in audits where appropriate.
• Assist the Patient Liaison Manager in the recruitment of reception staff.
• Supporting the wider Practice Management team with the operational management of additional services.
• Conduct induction, training and performance related appraisals with appropriate staff. The PSO staff team will be split across all team leaders.
• Have a positive attitude and approach towards helping solve the problems and challenges that face General Practice today and be part of the process to help the Practice achieve its objectives.
• To have a thorough knowledge of all practice procedures and ensure PSO team members adhere to them and conduct their duties in a professional manner.
• Promote effective teamwork and ensure communication systems are running smoothly, clinical, administrative and reception staff are kept fully informed of changes in procedures.
• Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required.
• Work effectively with individuals in other departments to meet organisational needs.
• Act as a central source of information.

Quality & Compliance

• Process and record information in accordance with practice procedures.
• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other departments to meet organisational needs.
• Effectively manage own time, workload and resources.

Communication

• Recognise the importance of effective communication within the team
• Communicate effectively with all Practice staff.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.
• Develop harmonious and effective relationships across all practice teams and with patients.

Personal/Professional Development

• Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
• Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Data Protection & Confidentiality

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
• Maintain an awareness of the Freedom of Information Act
• Information relating to patients, carers, colleagues, other healthcare workers to the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Safeguarding

It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.

Equality and Diversity

• Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behave in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
• Not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

Health & Safety

• The post-holder will implement and lead on the full range of promotion and management their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):
• Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
• Maintain and up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business
• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
• Making effective use of training to update knowledge and skills, and initiate and manage the training of others
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers
• Undertaking periodic infection control training (minimum annually)
• Routine management of own team / team areas, and maintenance of work space standards

Disclosure and Barring Service Check

The post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.